IHC Case Manager

Job Description

Job Description

Case Manager -

Safety Sensitive: Yes, cannot accommodate Medical Marijuana cards

Position Summary

The Case Manager supports residents of St. Vincent de Paul’s shelter and transitional housing programs. They provide trauma-informed, strengths-based case management to help residents access services, advocate for their needs, and identify and remove barriers to achieving permanent housing. Working closely with residents, the Case Manager develops individualized housing and stabilization plans, links residents to community resources, and monitors progress toward goals related to housing, income, health, and stability.

The Case Manager will promote values of open communication, transparency, dialogue, equity, collaboration, and integrity in all interactions. The ideal candidate is highly organized, detail-oriented, and able to balance independent work with strong communication and teamwork. They are quick-thinking, compassionate, and resourceful, with a passion for serving vulnerable populations.

The Case Manager also plays a role in fostering a welcoming and inclusive environment by supporting SVdP’s Culture of Invitation, ensuring that volunteers feel valued and appreciated. All positions are expected to be good Ambassadors who represent Society values of respect and dignity to all guests, volunteers, Vincentians, co-workers, donors, partners, and visitors.

Key Responsibilities

• Carry a caseload of residents, meeting with each resident at least weekly.
• In collaboration with resident, complete assessments and individualized service plans to identify needs, strengths, goals, and barriers.
• Monitor and document resident progress toward stabilization, income, and housing goals using case notes, service plans, and progress reports.
• Maintain timely and accurate records in all relevant data systems, ensuring documentation is complete within 24 hours of interaction.
• Coordinate incident intervention and conflict resolution with staff and security as needed, using de-escalation, mediation, groups, or individual coaching.
• Assist residents in identifying and navigating community systems and resources, including providing advocacy, referrals, and hands-on support for accessing services. This may include but is not limited to:
  • Coordinate / provide transportation for residents when appropriate.
  • Support residents in moving into permanent housing, including housing searches, applications, and move-in logistics.
• Attend and actively participate in staff meetings, case conferencing, trainings, and agency events.
• Contribute to SVdP’s Culture of Invitation by welcoming and supporting volunteers and helping create meaningful volunteer engagement opportunities.
• Other duties as assigned by program management.

Skills and Abilities Required

• Strong communication (verbal and written in English) and organizational skills, with the ability to interact effectively with residents, staff, volunteers, and community partners.
• Can work both independently and collaboratively in a fast-paced environment.
• Knowledge of community resources and social service systems; ability to advocate effectively on behalf of residents.
• Related experience working with vulnerable populations in shelter, transitional housing, or a similar environment preferred, providing trauma-informed and strengths-based support.
• Ability to remain calm and clear-headed during crises, conflict, or high-stress situations.
• Technology proficiency, including navigating the internet, using Microsoft Office Suite, ability to learn and use electronic record keeping systems.
• Passion for service.
• Valid driver’s license and clean driving record preferred.

Minimum Hiring Requirements

• Bachelor’s degree in social work or a related field preferred; High School diploma or GED required.
• Minimum 1+ years experience in Case Management (paid or internship) OR minimum 2+ years of progressive experience in human services role
• Case managers located at Washington Street Shelter or the Phoenix Dining Room Overnight Shelter must provide proof of Level One Fingerprint Card before first day of employment.

Physical Requirements

• Able to stand, walk, bend, reach, and lift 30+ pounds

Level 1 – (starting $20/hour) General professionalism (Entry/Familiarity)

• Completes all required training within 90 days.
• Demonstrated ability in basic case manager tasks and skills, through completion of Case Manager Skills Checklist, including (but not limited to):
  • Manages active caseload, providing consistent, goal-oriented support through weekly meetings.
  • Conduct comprehensive assessments and develop individualized service plans that identify strengths, needs, barriers, and housing goals.
  • Track, evaluate, and document resident progress toward stabilization, income, and permanent housing goals.
  • Maintain timely, accurate, and compliant documentation in electronic record systems withing 24 hours of contact.
  • Learns and practices crisis intervention, conflict resolution, and behavior support using mediation and coaching strategies.

• Familiar with community resources; makes appropriate referrals.
• Support residents through housing search, application, and move-in processes to achieve successful exits to permanent housing.
• Collaborate effectively with interdisciplinary staff.

Level 2 (starting $22/hour): Understanding Culture & Demonstrating Proactivity (Proficiency + Experience)

• 1+ years of experience demonstrating Level 1 case manager skills, current average score of at least 2 on skills checklist.
• Completes at least one self-initiated training or professional development activity beyond required trainings.

• Demonstrates strong working knowledge of:
  • Housing navigation and application processes.
  • Community resources, benefits, and referral systems.
  • Conflict de-escalation, mediation, and resident coaching.
• Active participation in weekly case conferencing, offering ideas, solutions, and collaboration.
• Models trauma-informed service delivery and respectful boundaries.
• Supports volunteers and provides meaningful engagement opportunities.
• At least 65% of exits from caseload in the past 6 months are to permanent housing settings if in transitional housing, or to positive destinations if in emergency shelter.
• Assigned supervisor for interns or volunteer case aides.

• Demonstrates understanding of SVdP culture, including “Program Principles”

Level 3 (Senior Case Manager starting $24/hour): Leadership Readiness (Comfortable helping to train others)

• 1+ years of experience demonstrating Level 2 case manager skills, current average score of at least 2.5 on skills checklist.
• Completed 20+ hours of training or certification in a specialized area approved by manager (e.g. SOAR, Certified Community Legal Advocate, Behavioral Health/Substance Abuse, etc). Assigned additional job duties associated with this area, such as serving as the team’s point person for at least one of the following:

• Legal navigation (court accompaniment, eviction prevention, legal aid coordination)
• Benefits specialization (eg, SSI/SSDI, Medicaid/AHCCCS, SNAP)
• Mental health and/or substance use support (MI/SA coordination, groups, safety planning)
• Internship supervision (For BSW/MSW interns; includes orientation, supervision logs, and evaluation)

Level 3 Case Managers provide guidance to the team in their specialization and offer consults during case conferencing.

• At least 65% of exits from caseload in the past 6 months are to permanent housing settings if in transitional housing, or to positive destinations if in emergency shelter.

• Builds community partnerships to find resources to best serve our guests

• Demonstrates advanced proficiency in and able to orient, train, and model for other staff in a variety of areas including:

• Demonstrating SVdP Program Principles

• Housing navigation and landlord engagement.
• Complex case planning and stabilization strategies.
• Crisis intervention, conflict resolution, and coaching.
• Organization, documentation, teamwork, and communication
• Case conferencing (sharing expertise, supporting peers).
• May assist with: Presentations, program development, and data or outcomes tracking.
• Actively promotes SVdP’s Culture of Invitation and supports volunteer inclusion.